Complaints and claims

Bâloise Vie Luxembourg S.A. is determined to offer its clients policies that respond fully to their expectations and needs; that is why Bâloise Vie Luxembourg S.A. has put in place a policy for managing complaints and claims and a procedure for handling them that allows it to meet your expectations and to adopt any measures that might be necessary in order to satisfy its clients.

You may if you wish consult our complaints management policy.

In the event of a complaint, we invite you to contact the Disputes department of Bâloise Vie Luxembourg S.A., either by e-mail: qualite@baloise.lu, or by post to 23, Rue du Puits Romain, L-8070 Bertrange, or by telephone: +352,290,190,225.

Your complaint must be written in Luxembourgish, German, French or English and must quote your policy number and give a precise description of the facts giving rise to your grievance. We will acknowledge receipt so as to notify you that the matter is in hand, and will do our best to deal with your request within 30 days, on the understanding that if it is difficult for us to meet this deadline we will inform you accordingly.

This possibility of informing us of any complaints or grievances is in addition to that of addressing them, in Luxembourg, to the Insurance Commissariat (7, Boulevard Joseph II, L-1840 Luxembourg Tel. +353 22 69 11-1 or by e-mail: commassu@commassu.lu) or to the insurance ombudsman using the request form available from the website www.aca.lu.

You may also write to the authority in charge of receiving complaints from insurance takers/subscribers in your country of residence, if you are not resident in Luxembourg.

The use of any of these possibilities does not prevent you in any way from seeking to enforce your rights in a competent court of law.